Systems Analysis and Design

592 Pages·2015·38.52 MB·English

Systems Analysis
and Design
ELEVENTH EDITION
TILLEY | ROSENBLATT
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Systems Analysis and Design, Eleventh © 2017 Cengage Learning
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Scott Tilley and Harry Rosenblatt
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iii
BRIEF CONTENTS
PHASE 1: SYSTEMS PLANNING 001
Chapter 1 Introduction to Systems Analysis and Design 002
Chapter 2 Analyzing the Business Case 040
Chapter 3 Managing Systems Projects 070
PHASE 2: SYSTEMS ANALYSIS 101
Chapter 4 Requirements Modeling 102
Chapter 5 Data and Process Modeling 142
Chapter 6 Object Modeling 178
Chapter 7 Development Strategies 200
PHASE 3: SYSTEMS DESIGN 233
Chapter 8 User Interface Design 234
Chapter 9 Data Design 274
Chapter 10 System Architecture 322
PHASE 4: SYSTEMS IMPLEMENTATION 359
Chapter 11 Managing Systems Implementation 360
PHASE 5: SYSTEMS SUPPORT AND SECURITY 409
Chapter 12 Managing Systems Support and Security 410
THE SYSTEMS ANALYST’S TOOLKIT 463
Toolkit Part A Communication Tools 464
Toolkit Part B CASE Tools 484
Toolkit Part C Financial Analysis Tools 498
Toolkit Part D Internet Resource Tools 514
Glossary 539
Index 559
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iv
TABLE OF CONTENTS
PHASE 1: SYSTEMS PLANNING 1.10.5 Network Administration 25
1.10.6 Web Support 26
1.10.7 Quality Assurance (QA) 26
Chapter 1
Case in Point 1.3: What Should Lisa Do? 26
1.11 The Systems Analyst 26
Introduction to Systems Analysis
1.11.1 Role 26
and Design 1.11.2 Knowledge, Skills, and Education 27
1.11.3 Certification 28
1.11.4 Career Opportunities 29
Learning Objectives 2
Case in Point 1.4: Just-in-Time Airfreight, Inc. 31
1.1 Introduction 3
1.12 Trends in Information Technology 31
1.2 What Is Information Technology? 3
A Question of Ethics 32
1.2.1 The Changing Nature of Information Technology 3
1.2.2 Systems Analysis and Design 4 1.13 Chapter Summary 32
1.2.3 What Does a Systems Analyst Do? 4 Key Terms 34
Case in Point 1.1: Cloud Nine Financial Advisors 5 Chapter Exercises 39
1.3 Information System Components 5
1.3.1 Hardware 6
Chapter 2
1.3.2 Software 6
1.3.3 Data 7
1.3.4 Processes 7
Analyzing the Business Case
1.3.5 People 7
1.4 Business Today 8
Learning Objectives 40
1.4.1 The Internet Model 8
1.4.2 B2C (Business-to-Consumer) 9 2.1 Introduction 41
1.4.3 B2B (Business-to-Business) 9
2.2 A Framework for IT Systems Development 41
1.5 Modeling Business Operations 10 2.2.1 Strategic Planning Overview 41
1.5.1 Business Profiles 10 2.2.2 What Is SWOT Analysis? 42
1.5.2 Business Processes 10 2.2.3 Strategic Planning for IT Projects 43
1.6 Business Information Systems 10 Case in Point 2.1: Lo Carb Meals 43
1.6.1 Enterprise Computing 11 2.2.4 The Changing Role of the IT Department 44
1.6.2 Transaction Processing 11 Case in Point 2.2: Attaway Airlines, Part One 45
1.6.3 Business Support 12
2.3 What Is a Business Case? 45
1.6.4 Knowledge Management 13
1.6.5 User Productivity 13 2.4 Information Systems Projects 45
1.6.6 Systems Integration 13 2.4.1 Main Reasons for Systems Projects 45
1.7 What Information Do Users Need? 14 Case in Point 2.3: Trent College 47
1.7.1 Top Managers 14 2.4.2 Factors That Affect Systems Projects 47
1.7.2 Middle Managers and Knowledge Workers 15 2.4.3 Internal Factors 47
1.7.3 Supervisors and Team Leaders 15 2.4.4 External Factors 49
1.7.4 Operational Employees 15
2.5 Evaluation of Systems Requirements 51
1.8 Systems Development Tools 15 2.5.1 Systems Request Forms 51
1.8.1 Modeling 16 2.5.2 Systems Review Committee 51
1.8.2 Prototyping 16
2.6 Overview of Feasibility 52
1.8.3 Computer-Aided Systems Engineering
2.6.1 Operational Feasibility 53
(CASE) Tools 17
2.6.2 Economic Feasibility 53
1.9 Systems Development Methods 17 2.6.3 Technical Feasibility 54
1.9.1 Structured Analysis 18 2.6.4 Schedule Feasibility 55
1.9.2 Object-Oriented Analysis 21
2.7 Evaluating Feasibility 55
1.9.3 Agile Methods 22
1.9.4 Other Development Methods 23 2.8 Setting Priorities 56
2.8.1 Factors That Affect Priority 56
1.10 The Information Technology
2.8.2 Discretionary and Nondiscretionary Projects 56
Department 24
1.10.1 Application Development 24 Case in Point 2.4: Attaway Airlines,
Part Two 57
Case in Point 1.2: Global Hotels and
Momma’s Motels 25 2.9 Preliminary Investigation Overview 57
1.10.2 Systems Support and Security 25 2.9.1 Interaction with Managers, Users, and
1.10.3 User Support 25 Other Stakeholders 57
1.10.4 Database Administration 25 2.9.2 Planning the Preliminary Investigation 58
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A Question of Ethics 65 PHASE 2 : SYSTEMS ANALYSIS
2.10 Chapter Summary 66
Key Terms 67 Chapter 4
Chapter Exercises 69
Requirements Modeling
Chapter 3
Learning Objectives 102
4.1 Introduction 103
Managing Systems Projects
4.2 Systems Analysis Phase Overview 103
4.2.1 Systems Analysis Activities 103
Learning Objectives 70 4.2.2 Systems Analysis Skills 105
3.1 Introduction 71 4.2.3 Team-Based Techniques: JAD, RAD, and Agile Methods 105
3.2 Overview of Project Management 71 4.3 Joint Application Development 105
3.2.1 What Shapes a Project? 71 4.3.1 User Involvement 105
3.2.2 What Is a Project Triangle? 71 4.3.2 JAD Participants and Roles 106
3.2.3 What Does a Project Manager Do? 72 4.3.3 JAD Advantages and Disadvantages 106
3.3 Creating a Work Breakdown Structure 72 4.4 Rapid Application Development 107
3.3.1 Gantt Charts 73 4.4.1 RAD Phases and Activities 108
3.3.2 PERT/CPM Charts 73 4.4.2 RAD Objectives 109
3.3.3 Identifying Tasks in a Work Breakdown 4.4.3 RAD Advantages and Disadvantages 109
Structure 74 4.5 Agile Methods 109
Case in Point 3.1: Parallel Services 76 4.5.1 Agile Method Advantages and Disadvantages 111
3.3.4 Factors Affecting Duration 76 Case in Point 4.1: North Hills College 111
Case in Point 3.2: Sunrise Software 77 4.6 Modeling Tools and Techniques 111
3.3.5 Displaying the Work Breakdown Structure 78 4.6.1 Functional Decomposition Diagrams 112
3.4 Identifying Task Patterns 78 4.6.2 Business Process Modeling 112
3.4.1 Task Patterns 78 4.6.3 Data Flow Diagrams 113
3.4.2 Using Task Boxes to Create a Model 79 4.6.4 Unified Modeling Language 113
3.4.3 Task Patterns 79 4.7 System Requirements Checklist 115
3.4.4 Identifying Task Patterns 80 4.7.1 Output Examples 115
3.4.5 Working with Complex Task Patterns 81 4.7.2 Input Examples 116
4.7.3 Process Examples 116
3.5 Calculating the Critical Path 81
4.7.4 Performance Examples 116
3.5.1 Critical Path 82
4.7.5 Control Examples 117
3.5.2 Calculating the Critical Path 82
4.8 Future Growth, Costs, and Benefits 117
3.6 Project Monitoring and Control 83
4.8.1 Scalability 117
3.6.1 Monitoring and Control Techniques 83
4.8.2 Total Cost of Ownership 118
3.6.2 Maintaining a Schedule 83
4.9 Fact-Finding 118
3.7 Reporting 84
4.9.1 Fact-Finding Overview 118
3.7.1 Project Status Meetings 84
4.9.2 Who, What, Where, When, How, and Why? 119
3.7.2 Project Status Reports 85
4.9.3 The Zachman Framework 120
3.8 Project Management Examples 85 4.10 Interviews 120
3.8.1 PERT/CPM Examples 85
Case in Point 4.2: Deep River College 126
3.9 Project Management Software 87 4.10.1 Unsuccessful Interviews 126
Case in Point 3.3: Census 2010 90 Case in Point 4.3: Fastpak Overnight
3.10 Risk Management 91 Package System 127
3.10.1 Steps in Risk Management 91 4.11 Other Fact-Finding Techniques 127
3.10.2 Risk Management Software 92 4.11.1 Document Review 127
3.11 Managing for Success 93 4.11.2 Observation 127
4.11.3 Questionnaires and Surveys 129
3.11.1 Business Issues 93
4.11.4 Interviews versus Questionnaires 130
3.11.2 Budget Issues 93
4.11.5 Brainstorming 131
3.11.3 Schedule Issues 93
4.11.6 Sampling 131
Case in Point 3.4: Spring Forward Products 94 4.11.7 Research 131
3.12 The Bottom Line 94 Case in Point 4.4: CyberStuff 132
A Question of Ethics 95 4.12 Documentation 132
4.12.1 The Need for Recording the Facts 132
3.13 Chapter Summary 95
4.12.2 Software Tools 133
Key Terms 97 4.13 Information Management Software 134
Chapter Exercises 99 4.14 Preview of Logical Modeling 135
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A Question of Ethics 136 6.4 Object Modeling with the Unified Modeling
4.15 Chapter Summary 136 Language 186
6.4.1 Use Case Modeling 186
Key Terms 138
Case in Point 6.1: Hilltop Motors 188
Chapter Exercises 140
6.4.2 Use Case Diagrams 188
6.4.3 Class Diagrams 189
Chapter 5
Case in Point 6.2: Train the Trainers, Inc. 191
6.4.4 Sequence Diagrams 191
Data and Process Modeling 6.4.5 State Transition Diagrams 192
6.4.6 Activity Diagrams 193
Learning Objectives 142 Case in Point 6.3: Travelbiz 193
5.1 Introduction 143 6.4.7 Business Process Modeling 194
6.4.8 CASE Tools 194
5.2 Overview of Data and Process Modeling Tools 143
6.5 Organizing the Object Model 195
5.3 Data Flow Diagrams 143
5.3.1 DFD Symbols 143 Case in Point 6.4: Cyber Associates 195
5.4 Creating a Set of DFDs 149 A Question of Ethics 195
6.6 Chapter Summary 196
5.5 Guidelines for Drawing DFDs 150
Key Terms 197
Case in Point 5.1: Big Ten University 160
Chapter Exercises 199
5.6 Data Dictionary 160
5.6.1 Using CASE Tools for Documentation 161
5.6.2 Documenting the Data Elements 161 Chapter 7
5.6.3 Documenting the Data Flows 162
5.6.4 Documenting the Data Stores 163
5.6.5 Documenting the Processes 163 Development Strategies
5.6.6 Documenting the Entities 164
5.6.7 Documenting the Records 164
5.6.8 Data Dictionary Reports 165 Learning Objectives 200
5.7 Process Description Tools 165 7.1 Introduction 201
5.7.1 Modular Design 165
7.2 Development Strategies Overview 201
5.7.2 Structured English 166
5.7.3 Decision Tables 167 7.3 The Impact of the Internet 201
Case in Point 5.2: Rock Solid Outfitters (Part 1) 171 7.3.1 Software as a Service 201
7.3.2 Traditional vs. Web-Based Systems Development 202
5.7.4 Decision Trees 171
7.3.3 Evolving Trends: Web 2.0, Cloud Computing, and
Case in Point 5.3: Rock Solid Outfitters (Part 2) 172 Mobile Devices 204
5.8 Logical versus Physical Models 172 7.4 Outsourcing 205
5.8.1 Sequence of Models 172 7.4.1 The Growth of Outsourcing 206
5.8.2 Four-Model Approach 172 7.4.2 Outsourcing Fees 207
Case in Point 5.4: Tip Top Staffing 173 7.4.3 Outsourcing Issues and Concerns 208
7.4.4 Offshore Outsourcing 208
A Question of Ethics 173
Case in Point 7.1: Turnkey Services 209
5.9 Chapter Summary 174
7.5 In-House Software Development Options 209
Key Terms 175
7.5.1 Make or Buy Decision 210
Chapter Exercises 177 7.5.2 Developing Software In-House 210
7.5.3 Purchasing a Software Package 212
Chapter 6 7.5.4 Customizing a Software Package 213
7.5.5 Creating User Applications 213
7.6 The Systems Analyst’s Role 215
Object Modeling
Case in Point 7.2: Sterling Associates 216
Learning Objectives 178 7.7 Analyzing Cost and Benefits 216
7.7.1 Financial Analysis Tools 216
6.1 Introduction 179
7.7.2 Cost-Benefit Analysis Checklist 217
6.2 Overview of Object-Oriented Analysis 179 7.8 The Software Acquisition Process 217
6.2.1 Object-Oriented Terms and Concepts 179 Step 1: Evaluate the Information System
6.2.2 Objects 180 Requirements 218
6.2.3 Attributes 182 Step 2: Identify Potential Vendors or Outsourcing
6.2.4 Methods 182 Options 221
6.2.5 Messages 182 Step 3: Evaluate the Alternatives 222
6.2.6 Classes 183 Step 4: Perform Cost-Benefit Analysis 222
6.3 Relationships Among Objects and Classes 185 Step 5: Prepare a Recommendation 224
6.3.1 Object Relationship Diagram 185 Step 6: Implement the Solution 224
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Case in Point 7.3: Doug’s Sporting Goods 224 8.10 Security and Control Issues 262
8.10.1 Output Security and Control 262
7.9 Completion of Systems Analysis Tasks 224
8.10.2 Input Security and Control 263
7.9.1 System Requirements Document 224
7.9.2 Presentation to Management 225 8.11 Where Do We Go from Here? 264
8.11.1 Modular Design 264
7.10 Transition to Systems Design 226
8.11.2 Prototyping 265
7.10.1 Preparing for Systems Design 226
7.10.2 Logical and Physical Design 226 A Question of Ethics 266
Case in Point 7.4: Downtown! 227 8.12 Chapter Summary 267
A Question of Ethics 227 Key Terms 268
7.11 Chapter Summary 227 Chapter Exercises 272
Key Terms 229
Chapter Exercises 231 Chapter 9
PHASE 3 : SYSTEMS DESIGN
Data Design
Chapter 8
Learning Objectives 274
9.1 Introduction 275
User Interface Design
9.2 Data Design Concepts 275
9.2.1 Data Structures 275
Learning Objectives 234 9.2.2 Mario and Danica: A Data Design Example 275
9.2.3 Is File Processing Still Important? 277
8.1 Introduction 235
9.2.4 The Database Environment 278
8.2 Systems Design Phase Overview 235
9.3 DBMS Components 279
8.2.1 Will It Succeed? 235
9.3.1 Interfaces for Users, Database Administrators, and
8.3 Chapter Overview 236 Related Systems 279
8.4 What Is a User Interface? 237 9.3.2 Data Manipulation Language 279
9.3.3 Schema 280
8.4.1 Human-Computer Interaction 238
9.3.4 Physical Data Repository 280
Case in Point 8.1: Casual Observer Software 239
9.4 Web-Based Design 281
8.5 Seven Habits of Successful Interface Designers 240
9.4.1 Connecting to the Web 282
8.5.1 Understand the Business  240 9.4.2 Data Security 282
8.5.2 Maximize Graphical Effectiveness 240
9.5 Data Design Terms 282
8.5.3 Think Like a User 240
9.5.1 Definitions 283
8.5.4 Use Models and Prototypes 240
9.5.2 Key Fields 283
8.5.5 Focus on Usability 241
9.5.3 Referential Integrity 286
8.5.6 Invite Feedback 241
8.5.7 Document Everything 241 9.6 Entity-Relationship Diagrams 287
8.6 Guidelines for User Interface Design 241 9.6.1 Drawing an ERD 287
9.6.2 Types of Relationships 287
8.6.1 Create an Interface That Is Easy to Learn and Use 241
9.6.3 Cardinality 290
8.6.2 Enhance User Productivity 242
8.6.3 Provide Users with Help and Feedback 243 Case in Point 9.1: TopText Publishing 291
8.6.4 Create an Attractive Layout and Design 244
9.7 Data Normalization 291
8.6.5 Enhance the Interface 245
9.7.1 Standard Notation Format 292
8.6.6 Focus on Data Entry Screens 247
9.7.2 First Normal Form 293
8.6.7 Use Validation Rules 250
9.7.3 Second Normal Form 294
8.6.8 Reduce Input Volume 252
9.7.4 Third Normal Form 297
Case in Point 8.2: Boolean Toys 253
9.8 Two Real-World Examples 298
8.7 Source Document and Form Design 253 9.8.1 Example 1: Crossroads College 298
8.8 Printed Output 254 Case in Point 9.2: CyberToys 303
8.8.1 Overview of Report Design 254 9.8.2 Example 2: Magic Maintenance 303
8.8.2 Types of Reports 255
Case in Point 9.3: DotCom Tools 305
8.8.3 User Involvement 256
8.8.4 Report Design Principles 256 9.9 Using Codes 305
9.9.1 Overview of Codes 305
Case in Point 8.3: Lazy Eddie 258
9.9.2 Types of Codes 306
Case in Point 8.4: Trustworthy Insurance 9.9.3 Designing Codes 307
Company 258
9.10 Data Storage and Access 308
8.9 Technology Issues 258 9.10.1 Tools and Techniques 309
8.9.1 Output Technology 259 9.10.2 Logical versus Physical Storage 310
8.9.2 Input Technology 261 9.10.3 Data Coding 311
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9.11 Data Control 313 10.10 Systems Design Completion 348
10.10.1 System Design Specification 349
Case in Point 9.4: SoccerMom 314
10.10.2 User Approval 350
A Question of Ethics 314 10.10.3 Presentations 350
9.12 Chapter Summary 314 A Question of Ethics 351
Key Terms 316 10.11 Chapter Summary 351
Chapter Exercises 320 Key Terms 354
Chapter Exercises 358
Chapter 10
PHASE 4 : SYSTEMS
System Architecture
IMPLEMENTATION
Learning Objectives 322
Chapter 11
10.1 Introduction 323
10.2 Architecture Checklist 323
Managing Systems
10.2.1 Corporate Organization and Culture 323
10.2.2 Enterprise Resource Planning (ERP) 324 Implementation
Case in Point 10.1: ABC Systems 324
10.2.3 Initial Cost and TCO 325 Learning Objectives 360
10.2.4 Scalability 325
11.1 Introduction 361
10.2.5 Web Integration 325
10.2.6 Legacy Systems 326 11.2 Software Quality Assurance 361
10.2.7 Processing Options 326 11.2.1 Software Engineering 361
10.2.8 Security Issues 326 11.2.2 International Organization for Standardization (ISO) 363
10.2.9 Corporate Portals 327 11.3 Overview of Application Development 363
10.3 System Architecture: Then and Now 327 11.3.1 Review the System Design 363
10.3.1 Mainframe Architecture 327 11.3.2 Application Development Tasks 364
10.3.2 Impact of the Personal Computer 328 11.3.3 Systems Development Tools 365
10.3.3 Network Evolution 328 11.3.4 Project Management 366
10.4 Client/Server Designs 329 11.4 Structured Application Development 367
10.4.1 Overview 329 11.4.1 Structure Charts 367
10.4.2 The Client’s Role 331 11.4.2 Cohesion and Coupling 369
10.4.3 Client/Server Tiers 331 11.4.3 Drawing a Structure Chart 371
10.4.4 Middleware 332 11.5 Object-Oriented Application Development 371
10.4.5 Cost-Benefit Issues 332
11.5.1 Characteristics of Object-Oriented Application
10.4.6 Performance Issues 333
Development 372
10.5 The Impact of the Internet 333 11.5.2 Implementation of Object-Oriented Designs 373
10.5.1 Cloud Computing 334 11.5.3 Object-Oriented Cohesion and Coupling 374
10.5.2 Web 2.0 335 11.6 Agile Application Development 374
10.6 Ecommerce Architecture 335 11.6.1 Extreme Programming (XP) 375
10.6.1 In-House Solutions 335 11.6.2 User Stories 376
11.6.3 Iterations and Releases 376
Case in Point 10.2: Small Potatoes, Inc. 336
11.6.4 The Future of Agile Development 376
10.6.2 Packaged Solutions 337
10.6.3 Service Providers 337 11.7 Coding 377
11.7.1 Programming Environments 377
10.7 Processing Methods 338
11.7.2 Generating Code 377
10.7.1 Online Processing 338
10.7.2 Batch Processing: Still with Us After All These Years 339 11.8 Testing the System 377
10.7.3 Real-World Examples 339 11.8.1 Unit Testing 378
Case in Point 10.3: R/Way Trucking Company 340 Case in Point 11.1: Your Move, Inc. 379
11.8.2 Integration Testing 379
10.8 Network Models 340
11.8.3 System Testing 380
10.8.1 The OSI Model 340
10.8.2 Network Topology 341 Case in Point 11.2: WebTest, Inc. 381
10.8.3 Network Devices 344 11.9 Documentation 381
10.8.4 Modeling Tools 345
11.9.1 Program Documentation 381
10.9 Wireless Networks 345 11.9.2 System Documentation 382
10.9.1 Wireless Network Standards 346 11.9.3 Operations Documentation 382
10.9.2 Wireless Network Topologies 346 11.9.4 User Documentation 383
10.9.3 Wireless Trends 346 11.9.5 Online Documentation 384
Case in Point 10.4: Spider it Services 348 11.10 Management Approval 386
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11.11 System Installation and Evaluation 387 12.5.2 Performance and Workload Measurement 425
11.12 Operational and Test Environments 387 12.5.3 Capacity Planning 427
12.5.4 System Maintenance Tools 429
11.13 Training 388
12.6 System Security Overview 429
11.13.1 Training Plan 388
11.13.2 Vendor Training 389 12.6.1 System Security Concepts 429
11.13.3 Webinars, Podcasts, and Tutorials 390 12.6.2 Risk Management 430
11.13.4 Outside Training Resources 390 12.6.3 Attacker Profiles and Attacks 431
11.13.5 Training Tips 391 12.7 Security Levels 433
11.13.6 Interactive Training 392 12.7.1 Physical Security 433
11.14 Data Conversion 393 Case in Point 12.3: Outer Banks County 436
11.14.1 Data Conversion Strategies 393 12.7.2 Network Security 437
11.14.2 Data Conversion Security and Controls 394 12.7.3 Application Security 440
11.15 System Changeover 394 12.7.4 File Security 442
11.15.1 Direct Cutover 394 12.7.5 User Security 442
11.15.2 Parallel Operation 395 12.7.6 Procedural Security 445
11.15.3 Pilot Operation 396 Case in Point 12.4: Chain Link Consulting, Inc. 445
11.15.4 Phased Operation 396
12.8 Backup and Recovery 446
Case in Point 11.3: Global Cooling 397 12.8.1 Backup Policies 446
11.16 Post-Implementation Tasks 397 12.8.2 Business Continuity Issues 447
11.16.1 Post-Implementation Evaluation 397 12.9 System Obsolescence 448
Case in Point 11.4: Yorktown Industries 399 12.10 Future Challenges and Opportunities 449
11.16.2 Final Report to Management 400 12.10.1 Trends and Predictions 449
A Question of Ethics 400 12.10.2 Strategic Planning for IT Professionals 451
12.10.3 IT Credentials and Certification 452
11.17 Chapter Summary 400
12.10.4 Critical Thinking Skills 452
Key Terms 403 12.10.5 CyberEthics 453
Chapter Exercises 407 A Question Of Ethics 454
12.11 Chapter Summary 454
PHASE 5 : SYSTEMS SUPPORT
Key Terms 457
AND SECURITY
Chapter Exercises 462
Chapter 12 THE SYSTEMS ANALYST’S
TOOLKIT
Managing Systems Support
and Security
Toolkit Part A
Learning Objectives 410
Communication Tools
12.1 Introduction 411
12.2 User Support 411
Learning Objectives 464
12.2.1 User Training 411
12.2.2 Help Desks 411 A.1 Introduction 465
12.2.3 Outsourcing Issues 413
A.2 Successful Communication Strategies 465
12.3 Maintenance Tasks 413 A.2.1 Why, Who, What, When, and How 465
12.3.1 Corrective Maintenance 415 A.2.2 Cultural Context 466
12.3.2 Adaptive Maintenance 416 A.2.3 Know Your Subject 466
12.3.3 Perfective Maintenance 416
A.3 Written Communications 466
12.3.4 Preventive Maintenance 417
A.3.1 Writing Style and Readability 466
Case in Point 12.1: Outback Outsourcing, Inc. 418 A.3.2 Email, Memos, and Letters 468
A.3.3 Social Media at Work 469
12.4 Maintenance Management 418
A.3.4 Netiquette 470
12.4.1 The Maintenance Team 418
A.3.5 Workgroup Software 471
Case in Point 12.2: Brightside Insurance, Inc. 420 A.3.6 Reports 472
12.4.2 Maintenance Requests 421
A.4 Oral Communications 473
12.4.3 Establishing Priorities 422
A.4.1 Define the Audience 474
12.4.4 Configuration Management 422
A.4.2 Define the Objectives 474
12.4.5 Maintenance Releases 423
A.4.3 Organize the Presentation 474
12.4.6 Version Control 424
A.4.4 Define Any Technical Terms 474
12.4.7 Baselines 424
A.4.5 Prepare Presentation Aids 474
12.5 System Performance Management 425 A.4.6 Practice 476
12.5.1 Fault Management 425 A.4.7 The Presentation 476
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C.3.5 Present Value Analysis 507
A.4.8 Online Presentations 478
C.3.6 Using a Spreadsheet to Calculate Present Value 509
A.5 Managing Your Communication Skills 478
C.4 Toolkit Summary 511
A.6 Toolkit Summary 479
Key Terms 512
Key Terms 481
Toolkit Exercises 513
Toolkit Exercises 482
Toolkit Part D
Toolkit Part B
Internet Resource Tools
CASE Tools
Learning Objectives 514
Learning Objectives 484
D.1 Introduction 515
B.1 Introduction 485
D.2 Planning an Internet Research Strategy 515
B.2 Overview of CASE Tools 485 Step 1: Review Your Information Requirements 515
B.2.1 CASE Tools History 485 Step 2: Use the Proper Search Tools and Techniques 516
B.2.2 The Marketplace for CASE Tools 486 Step 3: Evaluate the Results 516
Step 4: Consider Copyright and Data Integrity Issues 516
B.3 CASE Terms and Concepts 486
B.3.1 Repository 486 D.3 Search Basics 517
B.3.2 Individual Tools 487 D.4 Search Engines 518
B.4 Development Environments 488 D.4.1 Search Engine Concepts 518
B.4.1 Integrated Development Environments 489 D.4.2 Search Techniques 519
B.4.2 Application Life Cycle Management Environments 489 D.4.3 Advanced Search Techniques 519
B.4.3 Pros and Cons of Integrated Development Tools 490 D.4.4 Search Checklist 521
B.5 CASE Tool Trends 490 D.5 Subject Directories 522
B.5.1 New Products and Features 491 D.6 The Invisible Web 523
B.5.2 Method-Specific CASE Tools 492
D.6.1 Invisible Web Examples 523
B.6 Toolkit Summary 493 D.6.2 Navigation Tools for the Invisible Web 524
Key Terms 495 D.7 Internet Communication Channels 525
D.7.1 Social Networking 525
Toolkit Exercises 496
D.7.2 Forums 526
D.7.3 Newsletters, Blogs, Podcasts, and Videos 526
Toolkit Part C D.7.4 RSS Feeds 527
D.7.5 Mailing Lists 527
D.7.6 Chat Rooms 528
Financial Analysis Tools
D.7.7 Instant Messaging and Text Messaging 528
D.8 Information Technology Community Resources 530
Learning Objectives 498
D.8.1 Corporate Resources 530
C.1 Introduction 499 D.8.2 Government Resources 530
D.8.3 Personal and Professional Resources 531
C.2 Describing Costs and Benefits 499
D.8.4 Online Learning Resources 532
C.2.1 Cost Classifications 500
C.2.2 Managing Information Systems Costs and Charges 500 D.9 Toolkit Summary 534
C.2.3 Benefit Classifications 501 Key Terms 535
C.3 Cost-Benefit Analysis 502 Toolkit Exercises 538
C.3.1 Payback Analysis 502
Glossary 539
C.3.2 Using a Spreadsheet to Compute Payback Analysis 505
C.3.3 Return on Investment Analysis 505 Index 559
C.3.4 Using a Spreadsheet to Compute ROI 506
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